Flipkart told to pay consumer Rs 10,000 for cancelling over 16 orders
The commission's bench, comprising president Monika A Srivastava and member Kiran Kaushal, observed on July 10, "The opposite party or OP (Flipkart) cannot wash off its hands by merely stating that it is an intermediary and has no role to play in the buying and selling of any product.
OP does not deny that the payments were to be made to it and that the orders were placed on its website," the commission said.
The bench was hearing a complaint filed by Utkarsh Srivastava, a regular Flipkart customer, seeking compensation for mental agony, harassment, deficiency in service and unfair trade practices.
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The dispute arose after Srivastava noticed that multiple confirmed orders placed over a period were cancelled without any valid reason.
The products included tech gadgets and personal items. According to the complaint, Flipkart's customer care representatives refused to disclose their full names or provide the contact details of the grievance officer.
The commission said the complainant was also not allowed to physically inspect a laptop, even though it was an open-box delivery order, and that the order was later cancelled. "It is not in dispute that the order of the shoes of the complainant was cancelled unilaterally.
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It is further seen that many of the orders of the complainant were not delivered, and no cogent reason has been provided for the same," it noted.
Stating that the company is an online marketplace, which plays an active role in facilitating sales and purchases, the commission said, "It is highly unreasonable on the part of the OP to shirk its liability by calling itself an intermediary. This commission, therefore, directs the OP to pay a sum of Rs 10,000 as compensation for the harassment caused to the complainant within three months."
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